Location: Bellshill
Employment Type: Full-Time | Permanent
Shift Pattern: 4 on, 4 off (12:30 – 23:00) – average 32.5 hours per week
Salary: From £27,000 per year + benefits
About the role
As a Field Operations & Dispatch Coordinator you act as the operational control hub for gas engineers and field operatives, ensuring work is planned, prioritised and delivered efficiently, safely and in line with client contracts. This is not just a scheduling role – it is a real‑time operational coordination position where you make decisions that directly affect service levels, compliance and customer outcomes.
Key Responsibilities
- Plan, schedule and allocate daily workloads to gas engineers and field operatives.
- Dispatch work electronically via PDA/mobile workforce systems.
- Monitor live job progress and adjust schedules to maintain performance targets.
- Prioritise and coordinate emergency callouts in line with safety regulations and contractual obligations.
- Reallocate works dynamically to minimise downtime and maximise productivity.
- Ensure adherence to client KPIs, SLAs and response times.
- Monitor engineer productivity and escalated operational risks when necessary.
- Maintain accurate system records, job notes and completion data for audit purposes.
- Support continuous improvement initiatives within Service Delivery.
- Act as first point of contact for engineers requiring operational support.
- Handle inbound calls from field operatives and manage escalations appropriately.
- Liaise with internal departments and clients to provide timely service updates.
- Provide accurate information within a high‑volume, fast‑paced environment.
Key Accountabilities
- Timely and accurate allocation of works.
- Achievement of contractual response and completion targets.
- Effective coordination of emergency and reactive maintenance works.
- Accurate system data and record integrity.
- Positive and professional working relationships with engineers and stakeholders.
Essential Qualifications and Traits
- Experience in a dispatch, scheduling or operations coordination role.
- Experience working to KPIs and Service Level Agreements.
- Strong organisational and prioritisation skills.
- Ability to make confident decisions under pressure.
- Competent IT skills, including mobile workforce/PDA systems.
- Excellent verbal communication skills.
Desirable Qualifications
- Experience within gas, utilities or reactive maintenance environments.
- Understanding of emergency response coordination.
Shift Pattern
4 on, 4 off rotational pattern with 1 hour unpaid break per shift (12:30 – 23:00). This structure provides consistency and predictable time off while supporting a 24/7 operational environment.
What We Offer
- Salary from £27,000 per year.
- Overtime opportunities.
- Company sick pay.
- Private healthcare plan.
- Free on‑site parking.
- Employee discount and savings platform.
- Discounted gym membership.
- Employee Assistance Programme & mental wellbeing support.
- 22 days annual leave + bank holidays (increasing with service).
- Option to buy up to 3 additional days annual leave.
- 1 paid volunteer day per year.
- £500 refer‑a‑friend bonus.
- Bereavement leave.
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